ComplaintsforDP Media Network LLC

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have subscribed to the Denver Post for over 30 years. My paid subscription includes daily digital and Sunday and holiday delivery to my address at *********************. I have not received a Sunday paper since my vacation hold requested redelivery starting July 21, 26 days ago. I contacted circulation July 21st and every week since and no papers have been delivered or redelivered, as promised. No one has contacted me after Denver Post emails advised a zone manager, delivery manager and then a circulation director would contact me and after I was advised the issue was escalated twice. Sunday delivery was consistent prior to my vacation hold that started in June. My building concierge, who is in the lobby near the front door until 8am every Sunday, reported last week that no apartment resident here has received their Sunday Denver Post in over 2 months. I want Denver Post delivery to resume Sunday, August 18, 2024, and my subscription extended another 3 months at no charge.I contacted BBB 2 years ago regarding a similar experience at my *************** home where I didnt receive Sunday Denver Post delivery for 3 months before it was resolved with BBBs help.

  

  Business response

  08/28/2024

  Per our ******************* Manager:  ***** has labeled and delivered these papers to the front door.  We have no access to this building.  I called and spoke with the front desk in hopes to get a code they said they do not have a code to give us.  This is a label and deliver to the guard if there or leave at the front door.  I also spoke with ****.  She did get her Sunday paper and she is going to call and see if she can get a code.  I asked **** to keep my number and if she should have any issues to please call me and we will continue to work together till we get this resolved.  I apologized for any inconvenience she may have had.  She said she was glad to be able to speak with someone who she could talk to without all the run around.
  
  Per our **************** Manager:  I put another month of credit on the account. This is in addition to the 5 Sunday's that have already been credited to the account.

  ***************
  Circulation Coordinator

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For nearly 30 years I have been a loyal 7 day a week subscriber to the paper edition of the Denver Post. For most of that time, deliveries have been fairly reliable. However, in February of 2023 missed deliveries started happening on a frequent basis, and by the end of the year the Post had missed approximately 79 times (I keep notes of each incident). This year the issue has continued, with a total of 29 missed deliveries to-date. Each time I call the customer service number and report the issue to a live agent and request a credit (because they never have seemed to be able to redeliver missed papers either). Each time they promise they will report to the circulation department, the contractor who is responsible for deliveries, or "upper management", and that the issue will be resolved. It hasn't been. I have also spoken several times with a "zone manager" who has promised resolution, which has not occurred. Finally, I have repeatedly emailed member services, who replies with reassurances that are clearly nothing more than boilerplate that the problem will be resolved. They have also failed to address the issue.This, and related circulation and subscription issues, seems to be a broad, customer service-wide issue for more, see: ****************************************************************************************** regarding the many ways the Post abuses its paying customers. In spite of this, each year the Post has the gall to increase subscription rates by onerous amounts (varies from year to year but has been as much as in excess of 30%). All I'm asking for is that the Post make good on its promise to reliably deliver the product I have already paid for.Thus far, I have continued to subscribe because the Post is the only major paper in town. However, if this continues, notwithstanding that, I will be canceling my subscription. I'm sure I won't be the only one.

  

  Business response

  08/26/2024

  We continue to struggle to find a permanent carrier for this route.  Our field team has followed up on the delivery at this address and when I spoke to *************** today, he has seen an improvement of service since the 14th.
  
  I have also applied a 30 day credit to his account, and gave him my direct phone number to help escalate any other issues he may have with his delivery.
  
  ***************
  Circulation Coordinator

  Customer response

  08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, prior to this, was pleased that the Circulation Coordinator ("**") contacted me by phone to discuss the matter.  She is one of multiple individuals who have indicated that finding permanent carriers is an ongoing problem.  I am not unsympathetic to that issue, especially that some carriers apparently just quit without giving notice, but to me this should suggest to management above the ** that the current approach to hiring and retaining carriers is not working, and that a new approach needs to be explored, else problems such as this are likely to just continue.

  In the mean time, I am thankful that the ** is willing to stay engaged with me in the situation and that she was willing to apply the credit to my account for missed deliveries to-date.  We shall see as to whether bandaids currently being applied materially improve the issue in the long run.

  Thank you for reaching out to me and to the BBB for its assist.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up to receive the Denver Post newspaper back in July of 2022. In December of that same year, I decided I no longer wanted to subscribe. I was unable to subscribe online so I had to call their customer support and I felt as though they would not unsubscribe me until I had asked several times. I then received many calls from them asking if I wanted to sign up for a holiday deal. Again, when I tried to say no, I felt as though they would not take no for an answer to the point where I agreed so they would stop. I did end up calling back and was able to tell cancel the deal because I was so angry that they pestered me into saying yes. I have received calls from them ever since. I blocked them in 2023, but recently started getting calls from a new number. When I answered and realized it was them, I blocked them again. I have since received calls every day from them, almost several times a day. It is extremely frustrating and I want them to leave me alone and hope they are not doing this to other people.

  

  Business response

  08/09/2024

  We have reached out to our telemarketing and email vendors and asked them to put your phone number and email address on all internal Do Not Contact Lists.
  
  We have also removed your phone number and email address from our database to prevent future marketing efforts.
  We are very sorry you have had such a difficult time with our marketing efforts and apologize for your inconvenience.
  
  Should you have any further issues, please reach out to us at *****************************************

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much for looking into and resolving this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about April 1st I purchased a one year subscription to the digital edition of the Denver Post. The digital newspaper started arriving the nest day and continued for almost 2 weeks before it stopped coming. Complaints got promises to refer it top someone in technical support and promises of a response in 72 hours or less. I haven't seen a digital copy of the Denver Post since. My copy of the Loveland newspaper (owned by the Denver Post) came both paper and digital until a week or so ago when they cut off my digital copy.I have an eye condition and while I can no longer read the paper edition of a newspaper I love the digital newspaper.

  

  Business response

  07/18/2024

  Per Manager ***************************** - 

  As of July 14th, the daily e-notify for The Denver Post has been sent on a daily basis.    The daily email for the ************************ resumed on July 11, 2024.
  I left a message for ************** on July 18, 2024 to confirm he has been receiving the daily emails.
  
  Our system shows that  we received a request from the subscriber to unsubscribe from the daily emails on April 10th.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was a Denver post digital subscriber and kept getting unwanted calls to get the Sunday paper. I asked the representative at least 6 times to remove me from their call list and they continued calling. I finally canceled my subscription as a result of the harassing phone calls and now they are calling almost daily to win my back as a customer. I wish for NO FURTHER CONTACT from the Denver post EVER!

  

  Business response

  06/17/2024

  We have reached out to our telemarketing and email vendors and asked them to put your phone number and email address on all internal Do Not Contact Lists.
  
  We have also removed your phone number from our database to prevent future marketing efforts.
  

  We are very sorry you have had such a difficult time with our marketing efforts and apologize for your inconvenience.
  
  Should you have any further issues, please reach out to us at *****************************************

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had signed up for The Denver Post in 2019 via a couple of guys at my local grocery store who were signing people up for free gift cards. I canceled the subscription shortly after since I didnt need it. Ever since, I have been harassed via phone and email on COUNTLESS occasions. I have told them REPEATEDLY to remove me from their call list and I have pressed the unsubscribe button on their emails even more times than that. I have blocked I dont know HOW many phone numbers. I have several email addresses blocked as well, and they still find a way to get through. I thought I had finally got them to stop contacting me for about a year until today (5/30/24) when I received two phone calls from them. I did not answer the first, but I answered the second because I recognized the phone number from earlier. After they told me who it was, I got incredibly angry and told them that I have REPEATEDLY told them to remove me from their call list and that it is illegal for them to continue contacting me after I have expressed my boundaries both verbally and in writing. Now Im contacting BBB, and the next step, I will be suing for harassment. They need to be shut down.

  

  Business response

  05/31/2024

  We have reached out to our telemarketing and email vendors and asked them to put your phone number and email address on all internal Do Not Contact Lists.
  
  We have also removed your phone number and email address from our database to prevent future marketing efforts.

  We are very sorry you have had such a difficult time with our marketing efforts, and apologize for your inconvenience.
  
  Should you have any further issues, please reach out to us at *****************************************

  
  

  Customer response

  05/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, if I receive another email or phone call from The Denver Post, I will be pursuing legal action. This company deserves to be destroyed.
  
  Sincerely,
  
  ******************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On top of quietly jacking up prices to the point of absurd price gouging, charging me over 5 times my original subscription amount, they restricted all access to own premium digital account. My account never showed that I even had an active subscription despite my being price gouged $65 every 4 weeks, thus prompting me to sign up for a new subscription. This is on top of outrageous price increases every 4 months. Upon calling them, they couldn't even tell me anything about my subscription, which plan I had, what the actual price of that plan is, and why they would double the price or increase is by over 50% every 4 months. I literally am paying $65 every 4 weeks for nothing; to be prompted to buy another subscription. They literally price ***** as quietly as legally possible and they don't deliver (on the digital product that is). I am literally paying over 3 times what my subscription should cost as they disgustingly jack up prices on people to whom they accosted to sell a subscription. Then I can't even access it. They tried to ***** responsibility by saying I never complained, but I shouldn't have to; especially because this might be intentional as I've seen others report that they would access to material to which they should've had access. I think restricting my access to my digital subscription is intentional to get me to buy another subscription. At least, that's a reasonable conclusion considering the corroboration of this problem by others.

  

  Business response

  04/23/2024

  Our local staff has reached out to ************* to resolve both billing and digital access issues.

  We believe the items in this complaint have been resolved.

  Please contact our local team at ***************************************** for any further issues.

  Thank you. We appreciate your business.

   

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  There were some miscommunications and misperceptions on my part. The Denver Post was very professional and forthright in ameliorating my issues. I am a happy Denver Post subscriber. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Denver Post subsription was set to expired on 2/21/2024. On Sunday 1/21/2024 we did not get the news paper (again). I called the Denver Post to report missing paper and asked for a replacement. I also asked what the end date of my current subsription was and was told 2/21/2024. I told them that I would not be renewing my subscription because we don't read the paper anymore and simply put it in the recycle bin.After 2/21/2024, the paper kept getting delivered. I thought they would eventually stop once their records showed that my subscription was not renewed. On 3/31/2024 we were still getting the paper. On 4/1/2024 I got a bill to renew in the mail. I called them on 4/2/2024 and told them again that I was not going to renew. They said OK, and that I would owe $20.58. I asked for what, and they claimed for the delivery of the paper since 2/21/2024 when my subscription ran out. I again informed them that they were notified on the call on 1/21/2024 that I would not be renewing. They responded that they cancelled it today (4/2/2024) and they would bill me. And told me to have a nice day.They were notified on 1/21/2024 that I would not be renewing after 2/21/24 end date, but they kep t delivering the paper, and now say I owe them $20.58. I don't feel that I owe them anything as they were notified and chose to keep delivering.

  

  Business response

  04/03/2024

  We certainly apologize for your experience with our new call center.

  A Stop on your subscribtion was finally processed effective 04/03/24 (today).  This would have been the first notice to the carrier to stop delivery.

  If you receive any further deliveries, please let us know.  ************* or *****************************************)

  The balance on your account will be written off effective 04/04/24.

  Thank you. We appreciate the years that you have been a Denver Post subscriber.

   

   

  Customer response

  04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Bought a subscription from a seller at the ********************* It was supposed to start 3-18-24. To date have not received a single paper although I submit my complaint daily to the Denver Posts customer service line and on their website. They apologize and say I will receive it the next day. Tried to cancel and they said they would credit me 2 weeks in addition to the renewal date. That in my mind doesnt help when I am not receiving it in the first place. I tried to cancel on line but that option seems to have disappeared. At this point I want to cancel this subscription and get a refund of what I have paid as services were never rendered.

  Customer response

  03/24/2024

  Received an email and the Denver post will honor my cancellation and will refund my credit card

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took the 52 week all access for around $650.00. Some months later I developed macular degeneration. I started using the digital edition, which was part of the package I paid for. My desktop machine had a nice 20 inch monitor and the digital service was working great . Then in early December I stopped receiving the digital edition. . I called customer service several times and tried suggested fixes which never worked. The conversations always ended with a promise to refer the problem to the technical support department. Usually, they assured me I would get a response within 48 to 72 hours. No response ever came.I was having the same issue with ************************ and tried their customer service. They brushed me off by telling me if I had issues I needed to talk to the Denver Post who owned both papers. Another dead end. They did suggest someone at the Post that was a VP(?) in charge of circulation. I wrote a couple of e-mails to that person explaining my problem and as expected I received no response.I have had a couple of calls telling me it was time to renew my subscription. I told the callers that that subject wasn't up for discussion when the Post was failing to deliver the services promised in my last transaction with them.

  

  Business response

  03/28/2024

  We beleive the access to our digital replica edtions have been resloved.

  We also understand that home delivery of the print edition is occurring as scheduled.

  If you have any further issues, please reach out to us at *****************************************

  Customer response

  04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩